Standard Operating Procedure Template

Standard Operating Procedure Template

Sunera Technologies Pvt. Ltd.

Standard Operating Procedure Template Document Control: Version Control: Date Version Author Reviewers Approvals and Authorizations: Name Designation Date Distribution of Copies: Copy No Name Location Issue Date .

................ 10 6........................... About Sunera Technologies Pvt............................................................ Purpose ....... Projects Issues / Clarifications ...................................................... Client Organization Structure ............................................................................................. Project Overview ................... Project Schedule....... 6 5..................................................................................................... Resource Calendar.......................3.............. Project Quality Plan ................................................................... Introduction ............................9...................... Reference ............... 10 ............................................................. Project Risks ............................6............................................................................... Time Zone .........................................................................................................................................1...................... 7 Project Summary ................................................................................................................. 2 1....................... 9 6....................... 8 6.1......4..................... 5 2.................................................................. 7 6...................................................................................................................................................................................... Responsibility Matrix between Client and Sunera ................ .......................5........... 2 Version Control: .............................10..................................................................................... 6 6.............................................................................................6............................................................................................................. Sunera Organization Structure ................................................................................. 2 Approvals and Authorizations:... 5 3.................... 9 6......................................................................................................................................................................................................... 8 6..................7..........6.................... 9 6............................Standard Operating Procedure Template Table of Contents Document Control: ............................................................... Requirements Traceability Matrix......................... 2 Distribution of Copies: ............................................................2............... Ltd........... 5..6......... 5 4.............4........................................6............................................. 8 6............................................6......................................... 8 6....................................... About Client...................................................................................... 7 6................................ 7 6......... Contact Information ........................................3........5............................................................... Resource requirements .................................3.................................................... Project Management Plan .................................................................................................................................................................................................... 9 6...... Project Estimations ....................2............. 8 6........................8.. Scope .............................................................. 9 6. 5 5........................... 6 5.... 6 5..............................................2......................... Metrics Plan........................... Offshore and Onsite Resource Details ...................................... Definitions and Acronyms .........................................................................................................................................................4............................ 7 6................1...................

........................................................3.......3........................................................... 13 8...........................................1.......... Sunera Escalation Process ....... 14 11................................................................. 12 8................... 11 7.......................................................................................................................... 10 6................2...................................................................................................................................... 13 8............ General Services Provision ............... 13 9................3................. Client Escalation Process .............................................. Applications Support ................................ Overall Scope of Services ..........................................1.... Support Methodology ............... Closed Issues: .........3.......... 13 10..............1.........................................Standard Operating Procedure Template 7........................................................................................................................................ Checklist ................ Open and Close Issues:.................................. 11 7...........3............. 11 8.................................. Training Plan ........................................................3...................................................................................4.........................................1................................................................................................................. Support Hours .............1.....................3...... 11 7.................................. 14 10........................... Transition .......................................................... Sunera Escalation Matrix.......................................................... 13 9............................................................... Training Methodology ......................................................... Open Issues: ................. Client Escalation Matrix.............................................................................. 13 Transition and Training Plan............................................ 14 10............................................................................................................... 13 9.. 13 8.....................................2.. 12 8............ 14 11............................. 14 10.......................................................................10.................................................................. Detailed Scope of Services ................ SDLC Process Flow ..................................2............... Service Levels and Reporting.................... 13 9....... 14 11... Service Level Agreements ..................................2............................1...........10.........10..................................................... 10 6............................... Variance Analysis...................... Escalation Process .............................................. 12 8..................................................... 9......................................................................... 13 8........3................................................2................................................................................................. Out of Scope .............................3.................4...................................................................................................2......2.............. 11 Scope of the Project ............. 14 10...................................................1......................... Coverage and Leave Plan Process ........... Quality Metrics ........................................................................................4.........3......................................................................................................... SDLC Process / Quality Reviews .......................4......................... 6............... 14 ...................... 12 8............................ Project Performance Report ...................

Scope <This subsection should describe the scope of this document> 3. Purpose <This subsection should describe the purpose of this document> 2. acronyms and abbreviations required in this document> Acronym / Definition Description .  This information may be provided by reference to an appendix or to another document 4.Standard Operating Procedure Template 1. Definitions and Acronyms <This subsection should provide the definitions of all terms. Reference This subsection should:  Specify the sources from which the references can be obtained.

About Client <This subsection should describe about the client. its business and operations> 5. a fact substantiated by our ever-increasing client base.1. we firmly believe that our foundation has the significant attribute that gives our clients an edge over others in the market. About Sunera Technologies Pvt. We shall continue to leverage our Sunera Value Portal (SPORT). We engage with clients as strategic partners and enable them realize IT driven business benefits. which is both tangible and measurable. As we march forward. thus ensuring our success. Sunera Technologies provides a wide array of software services within the models of offshore. we remain committed to strengthening our skills and expertise towards adding incremental value to our client businesses by continually moving up the services value chain. onsite and combinations of the two. Email .2. Our operational excellence ensures that each dollar that our clients spend on an outsourcing engagement provides them an enhanced ROI.Standard Operating Procedure Template 5. This win-win proposition has enabled us to grow at a phenomenal rate surpassing most industry standards. 5. core of our operational excellence. Ltd. Contact Information <This subsection should describe the contact information of key contacts from client site > Name Designation Location / Department Primary contact No. Introduction 5.3. Our proven and demonstrable track record empowers us to deliver value in each engagement.

4. Project Estimations This subsection should describe the project estimations. Project Summary 6. Client Operating Location Time Zone Time difference from IST Normal period Daylight period Daylight saving period 6. schedule management. Project Management Plan This subsection should describe PMP which should broadly cover:     Schedule Baseline Cost performance Baseline (Project Budget) Scope Baseline Other plans like requirements management.Standard Operating Procedure Template 5. quality management etc as applicable. human resource plan. Time Zone <This subsection should describe the time zone of the client at various operating zones> S. communication management. 6.1. No.3.2. . Project Overview This subsection should describe the overview of the Project and the project application portfolio. Some samples estimates could be: Category Time Estimate Time Estimate Cost Estimate Cost Estimate Description Estimated Value Activity Resource Requirements Activity Duration Estimates Project Budget Activity Cost Estimate 6.

Resource requirements 6. Sunera Organization Structure 6.2. Requirements Traceability Matrix Once requirements are collected and analyzed. This helps to ensure each requirement adds value to Business / Project Objectives and that None of the requirement is implemented without proper approval. Requirement Information ID Requirement Priority Source Additional Traceability Information Relates to Objective 6..6. Project Schedule This subsection should describe Project Schedule.5.Standard Operating Procedure Template 6. Once the schedule is approved by the authorities then it has to be frozen and used as baseline for measuring performance at periodic intervals.6. Client Organization Structure Version Approval Status Verification .1. etc. they must be tabulated as follows.6. The schedule must contain the following:      Activity List Duration Start and End Dates Milestones Resources. 6.4.

Resource n Activity 1 Activity 2 ….Accountable C .Standard Operating Procedure Template 6. Activity n A C …. …. Resources RACI Chart Activity Resource 1 Resource 2 …. A …. Project Quality Plan 6. department or entire project team will be needed each week or month over the course of the project. Project Risks Risk Register is used to track information about identified risks over the course of the project and is updated periodically after every review.Responsible A .3.7. I R …..6.6. 6. R .8.Consult I . Resource Calendar Include resource calendar which contains the number of hours a person.5. I     6. R R A …. describe the Role and Responsibility of each of the Team members. ….Inform Offshore and Onsite Resource Details Along with Onsite and Offshore team member details. 6.4. Risk ID Risk Statement Probability Scope Impact Quality Schedule Cost Risk Cause Contingency Plan Comments . Responsibility Matrix between Client and Sunera Responsibility matrix can be included in the form of RACI matrix to illustrate the connection between project activities and project team members.6.

2.10.10. Cost and Quality Variances has to be recorded as follows: Planned Result Root Cause: Planned Response: Actual Result Variance . Variance Analysis Schedule. decision. Issue ID Category Issue Impact on Project Objective Urgency Responsible Party Actions Status Due Date In above table Category: refers to Type of issue .1. Measure the performance at all major milestones against the respective Baselines to identify the variance. Metrics Plan List the Project Performance Objectives and their respective goals.9. 6.docx 6.Standard Operating Procedure Template 6.10. Project Performance Report A sample Project Performance report is embedded below: Performance Report. etc.stakeholder. 6. Projects Issues / Clarifications Issue logs have to be maintained all through the project and updated dynamically.

The WBS is used to decompose all the work of the project. Detailed Scope of Services The Project scope is detailed to work package level through Work Breakdown Structure (WBS). and constrain the project and product scope. Quality Metrics This section contains describes the items that have been quality tested and approved.10. develop. ID Item Metrics Measurement Method 7.3.Standard Operating Procedure Template 6. This would also contain Assumption and Constraint details. 7. . Overall Scope of Services The Project Scope Statement is used to define. The lowest level is a work package. Out of Scope Enlist in detail all the items that shall not be covered in the project.3. It begins at the project level and is successively broken down into finer levels of detail. A Sample Work Breakdown Structure is outlined below: 7. Scope of the Project 7.1.2.

2. Support Hours SUNERA will provide support for production systems for 24 X 5 PST hours every week day. OSI will provide support for the hours of 10 p. MT to 6 a.1. Coverage and Leave Plan Process  Coverage:  Holidays:  Leave Process:  Planned Leaves:  Unplanned Leaves: 8.m. SUNERA will provide support as requested on holidays and weekends (special requests on need by basis) for the term of this proposal. Support Methodology 8. MT.Standard Operating Procedure Template 8. In addition. General Services Provision Shift Hours .3. For non-production systems as defined in the scope of services. Shift Name Shift Start Shift End 8.m.

3.1. SDLC Process Flow 8. Service Level Agreements 8.1. Service Levels and Reporting 8. SDLC Process / Quality Reviews 9.3.3.4.3.3. Transition 9. Applications Support 8.2. Checklist .3.4.4. Training Plan 9. Training Methodology 9. Transition and Training Plan 9.Standard Operating Procedure Template 8.2.

2. ID Issue Open Issues: Possible Resolution Owner Target Date Impact Date Owner Date closed Impact Date Closed Issues: Resolution Passed .2. ID Issue 11.3. Sunera Escalation Matrix 10. Escalation Process 10. Client Escalation Process 11. Open and Close Issues: 11. Client Escalation Matrix 10.1.Standard Operating Procedure Template 10. Sunera Escalation Process 10.1.4.

Training Plan 2.Sunera Escalation Matrix 3. Open and Close Issues: 4.Transition 2. Escalation Process 3.Open Issues: ID Issue Possible Resolution Owner Target Date Impact Date .1.3.Sunera Escalation Process 3.Client Escalation Process 4.Client Escalation Matrix 3.3.Training Methodology 2.1.Checklist 3.2.1.4.Standard Operating Procedure Template 2.4.2.

Sign up to vote on this title
UsefulNot useful